Dispatch Manager

Responsibilities

• Manages and develops the Customer Service/Call Center team, Dispatch Unit, which includes hiring, terminating and disciplining employees, scheduling employees, setting work priorities, conducting staff meetings, counseling and training employees, evaluating performance and directing work assignments to ensure effective departmental operation.
• Identifies and implements continuous improvement initiatives by analyzing and implementing enhancements to current customer service systems and processes.
• Performs call evaluations and provides feedback and/or suggestions for improvement.
• Communicates with departmental personnel to resolve discrepancies.
• Manages outbound telemarketing program to better market existing customer base.
• Aids in generating sales leads for products, equipment and services.
• Prepares forecasts of future volume as well as analyses of current and past call volume.
• Manages call slip volume to ensure adequate workload for technicians.
• Conducts customer surveys for quality assurance and generates reports for distribution.
• Works closely with dispatching to ensure consistent communication of service information and appointments.
• Maintains warranty and maintenance contract information and files.
• Generates warranty invoices and submits to the corporate office for payment.
• Answers overflow telephone calls and transfers to the appropriate departments.

Qualifications

• Proven 3+ years’ experience as call center Manager or similar supervisory position.
• Related education and/or training or any equivalent combination of education and experience may be substituted.
• Industry and inside sales experience are preferred.
• Computer literacy and knowledge of Microsoft Office products are required.
• Strong communication, leadership and interpersonal skills are required.
• Ability to work under pressure.